V2 Rubric Detail — c6a4d730-7164-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 13:41
Duration
6m 5s
Contact
No Name
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134936
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency5.00/5
Overall4.1/5

V2 Rubric Scores

Resolution0.62/5
Technical1.56/5
Communication5.00/5
Ownership3.00/5
EscalationN/A
Customer Exp5.00/5
Overall48.9% (-33.1)

V2 Grader Summary

The agent failed to troubleshoot or diagnose the actual issue, jumping directly to recommending a new router without verifying symptoms or attempting resolution. While communication and empathy were strong, no technical progress was made, and the customer was not guided through any diagnostic steps. The outcome was not a resolution but a sales suggestion, leaving the original problem unaddressed.

V1 Case Analysis

Customer inquired about replacing an old router (model O4106, serial 15B10J026721398). Agent confirmed the device is end-of-life with no free support and recommended upgrading to the MX6200 mesh router.

Troubleshooting Steps
  • Collected and verified serial number
  • Confirmed product is end-of-life and no longer supported
Key Observations
  • Agent did not explicitly verify warranty status or eligibility for paid support despite the router's age.
  • Agent provided a clear and specific product recommendation aligned with the customer's need for larger-home coverage.
  • Minimal empathy or filler language, but the call remained professional and focused.
  • Transcript shows a minor ASR/agent error at [05:00] where 'MF200' was mentioned, which is not a valid Linksys model. This appears to be a transcription artifact or brief misstatement, as the agent immediately corrected the recommendation to MX6200.
Positive Highlights
  • Promptly asked for and accurately repeated the serial number at [02:00].
  • Accurately identified the device as end-of-life and explained support limitations at [03:00].
  • Provided a specific, KB-aligned product recommendation (MX6200) at [05:00] that matched the customer's need for larger-home coverage.
Agent Errors / Gaps
  • Did not confirm warranty status or eligibility for paid support despite the customer's inquiry about support costs.
  • Did not collect customer name or contact information (not required for this inquiry but a protocol gap).
  • Briefly misstated model number as 'MF200' at [05:00], which is not a valid Linksys model. This was likely an ASR artifact or minor slip, as the agent quickly corrected it to MX6200.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent declared the router end-of-life and recommended replacement without verifying the actual issue; customer's problem (blinking lights, possible connectivity) was not diagnosed or resolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed — no request to check local access, test connection, verify lights, or attempt reboot beyond what the customer already did.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the product as end-of-life but failed to offer best-effort troubleshooting (e.g., firmware check, reset, or basic diagnostics) before recommending purchase.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify or confirm any symptoms beyond customer’s mention of blinking lights; no diagnostic questions about internet access, device connectivity, or router behavior were asked.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent claimed to check internal tools for product status, but did not use any diagnostic tools (e.g., remote access, logs, or guidance to http://192.168.1.1) to assess the actual router state.
T3 Partially Met No misinformation conf 91%
While end-of-life status is accurate, agent failed to mention that some legacy devices may still function with manual firmware updates or basic use; omission of best-effort support misrepresents available options.
Communication
C1 Met Clear & professional language conf 95%
Agent opened the call professionally, collected necessary information, delivered a recommendation, and closed the interaction without losing control.
C2 Met Confirmed understanding conf 94%
Agent used plain language, acknowledged customer’s limited tech knowledge, and avoided jargon — appropriate for non-technical audience.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the interaction from start to finish, did not transfer, and provided a direct response to the customer’s inquiry.
O2 Not Met Proactive follow-through conf 92%
No next steps were defined beyond 'look for it online'; no follow-up offered, no timeline, and no guidance on setup or support after purchase.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — customer sought advice, not advanced support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent acknowledged customer’s frustration and lack of technical expertise with empathetic statements like 'I understand you’re not that tech-savvy.'
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, used a calm and reassuring tone, and maintained engagement throughout the call.
X3 Met Overall experience conf 94%
Agent collected model and serial number once, avoided unnecessary repetition, and provided a direct recommendation without holds or redirects.
Call Transcript12 turns · 13 lines
Speaker 1
I need your help. concerning. Yeah, I've just canceled. concern, yes, I just have, I just need to know if I need to buy a new router.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys support. My name is Dylan. How may I help you today?
00:00
Speaker 1
I just need to confirm. Internet place says everything is up and active. But I don't know if I need to pay for this support with you but I I just I hate to... I can just based on the blinking lights. I've got I've done your normal unplug, unplug. Uh the router's probably about 10 years old so I just don't know if the internet company is telling me the wrong information. I sure will. Uh, yes. Let's see. I'm trying to... I have the serial number. I have 15B as in boy 10, J 0, 2, 6, 7, 2, 1, 3, 9, 8.
01:00
Speaker 2
mm-hmm mm-hmm all right mm-hmm I see mm-hmm I totally understand that one ma'am in order for me to check on this one let uh do you mind providing me the model and the serial number of your linksys router
01:00
Speaker 1
The O 4 1 0 6, and I'm trying to find where the model number would be. okay. okay. Uh there was a missed letter in there, so, after, I think, J 0 2 6 or uh. 0 4 1 0 6.
02:00
Speaker 2
No races, man, I'll check on it here on my end. Thank you so much for the serial number by the way. Okay. So, let me just repeat that one, man. It's one five B for Bravo. 1-0-J for Juliet. 0604. Yes, I'm sorry.
02:00
Speaker 1
Yes, that is correct. Okay. Okay. Can you tell me what would be comparable? What router now would be comparable to what I have now that you would recommend purchasing, would you be able to give me that? I just I know this one's been great, so I just want to make sure I get. [silence] Can you tell me what would be comparable? What router now would be comparable to what I have now that you would recommend purchasing, would you be able to give me that?
03:00
Speaker 2
Mm-mm. Yes, ma'am. So, actually, uh, this router is already part of our end of life and end of support product, which means that we no longer manufacture this one and update its firmware. And also, since it's already part of our end of support product, we no longer provide a free troubleshooting assistance for this one. So, yes, ma'am. You may consider upgrading into a new router because this may not be able to keep up. with the current network demand. [silence] And I understand that, ma'am, you're not that tech-savvy. [silence] okay so right now man we do have like um i mean most of our customers are using the mesh routers so mesh routers are consist I mean it's consist of multiple routers that connects together to create a mesh system so technically it's uh a new set of routing and uh new way of providing Wi-Fi connectivity so it's like uh uh the latest set up uh if you need a Wi-Fi in your home and it provides you a seamless connectivity with uh better technology so uh if I were to suggest I would suggest
03:00
Speaker 1
[silence] Okay. Okay. So the MF200. Yeah. It's a what? [silence] Pro. [silence] Okay, perfect. Okay. That's helpful. It's just because we have a large house, so I need to make sure that it's that it can support. [silence] Okay. All right, I'll look for that online to purchase. Okay. Thank you. Uh uh. Thank you.
05:00
Speaker 2
Considering buying the MX 6200, which is one of our strongest routers.
05:00
Speaker 1
You too. Okay, thank you. Bye.
06:00
Speaker 2
Bye for now.
06:00